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Bouquets and brickbats come in two ways- in private (off-grid) and as a public shoutout (on-grid). The proliferation of social media platforms has made the latter more prominent. Brickbats obviously outweigh bouquets as the threshold for negative comments and reviews tends to be lower than that for positive feedback or compliments.

Off-grid feedback is relatively straightforward to deal with but nevertheless, should never be neglected. On-grid is a different kettle of fish altogether. When it comes to expressions of negativity in a seller-consumer context, there is a perception that making a scene in full public view to vent one’s dissatisfaction will have a greater impact either by embarrassing the seller if the situation is irretrievable, or enhancing the chances of getting the issue at hand resolved. …


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Today, we live in an experience economy wherein consumers are more inclined to part with their money for the impression an event or a collective set of occurrences leaves on them, than the acquisition of a tangible commodity. Consumers are spoilt for choice and retaining their loyalty is directly contingent upon the value they associate with their experience. Thus, customer experience (CX) matters! And who are the primary protagonists responsible for delivering this experience? These are the frontline employees who actually interface with the customers.

For instance, it may take longer for you to to get to that coffee shop or maybe the coffee there may cost a tad more, but that extra effort or expense (or even both!) could well be worth it just for that experience of being served by this friendly barista who not only knows how to do his or her job, but do it with passion; someone who takes the effort to know you and your preferences and goes that extra mile to artfully make that pattern on your cappucino froth; or someone who is simply an empathic listener as they go about brewing that perfect cuppa. …


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Customer experience (CX) is increasingly becoming a make-or-brake factor for businesses. A whopping two-thirds of companies across sector verticals are competing on CX, representing a near two-fold rise since 2010. CX simply does not get the attention it deserves because it is not as tangible as say, RoI and other such vanilla metrics. …

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